Terms of Service
EKOME CARE LTD
TERMS & CONDITIONS OF SALE AND WEBSITE USE
Last updated: 14 September 2026
These Terms & Conditions ("Terms") govern your use of ekomecare.com and purchases made from Ekome Care Ltd through our website.
Please read these Terms before placing an order. They should be read together with our Returns & Refund Policy, Shipping & Delivery Policy and Privacy Policy.
Nothing in these Terms excludes or restricts your statutory consumer rights.
1. About Ekome Care
Ekome Care Ltd ("Ekome Care", "we", "us" or "our") is a private limited company registered in England and Wales.
Company name: Ekome Care Ltd
Company number: 11822389
Registered office: [INSERT NEW REGISTERED OFFICE AFTER CHANGE]
General enquiries: info@ekomecare.com
Sales and order enquiries: sales@ekomecare.com
Telephone: 07862 072991
Website: ekomecare.com
Our registered office is not necessarily our warehouse or customer returns address.
Please do not send product returns to our registered office unless we specifically instruct you to do so.
2. Using Our Website
You may use our website for lawful personal and commercial interactions with Ekome Care.
You must not use the website to:
- engage in unlawful or fraudulent activity;
- introduce viruses, malicious software or other harmful code;
- attempt unauthorised access to the website or systems connected to it;
- interfere with the operation or security of the website;
- collect personal information unlawfully;
- infringe our intellectual-property rights or those of another person; or
- use automated systems to access or extract website content in a manner that violates applicable law or our rights.
We may take proportionate action to protect the website, customers and Ekome Care where we reasonably believe misuse, fraud or a security threat has occurred.
3. Product Information
We aim to describe and present our products accurately.
Product descriptions, ingredients, sizes, packaging, directions and other information may occasionally change, including where a manufacturer updates a product.
Product photographs are intended to represent products as accurately as reasonably possible. Colours and appearance can vary according to screens, devices, photography, packaging changes and normal product variation.
Where a material product characteristic changes before we accept your order, we will not knowingly substitute a materially different product without informing you where appropriate.
Products supplied to consumers must comply with applicable statutory requirements, including requirements concerning satisfactory quality, fitness for purpose and conformity with description. These rights cannot be removed by contractual wording.
4. Hair, Skin and Beauty Information
Ekome Care may provide information concerning hair types, skin care, ingredients, product routines and product selection.
Features such as Find My Routine, routine guides, hair guides, quizzes and product recommendations are intended to assist with general product selection and education.
They are not intended to provide medical diagnosis or replace advice from an appropriately qualified healthcare professional.
Individual reactions to cosmetic and personal-care products can vary. Customers should read product labels, ingredient information, directions and warnings before use.
If you have a known allergy, medical condition, significant sensitivity or concern about a product reaction, seek appropriate professional advice.
Nothing in this section reduces Ekome Care's legal responsibilities concerning product safety, product descriptions or consumer rights.
5. Placing an Order
When you submit an order through ekomecare.com, you are making an offer to purchase the products in your order.
You are responsible for checking your basket and the information entered during checkout before submitting your order.
After receiving your order, we may send an automated acknowledgement.
An order acknowledgement confirms that we have received your order. It does not mean that we have accepted it.
6. When the Contract Is Formed
We have chosen dispatch as the point at which Ekome Care accepts an order.
A contract between you and Ekome Care Ltd is formed when:
we dispatch your goods and send you confirmation that they have been dispatched.
Until that point, we may decline an order for a legitimate reason, including:
- the product becoming unavailable;
- payment not being authorised;
- an obvious pricing or product-information error;
- inability to deliver to the requested destination;
- applicable purchasing restrictions; or
- reasonable suspicion of fraud or unlawful activity.
If we cannot accept your order, we will inform you where reasonably possible.
If payment has already been taken for an order that we do not accept, the amount due will be refunded.
Our Shopify order-confirmation and dispatch communications should be interpreted consistently with this section.
7. Prices
Prices displayed on our website are in pounds sterling (£) unless stated otherwise.
Ekome Care Ltd is not currently registered for VAT and VAT is therefore not currently charged by Ekome Care on its sales.
Delivery charges and other applicable charges will be displayed before you place your order where they can be calculated in advance.
We may change prices for future orders.
A price change will not retrospectively alter the price of an order we have already accepted, except where permitted by law or agreed with you.
If we identify an obvious pricing error before accepting an order, we may decline the order and give you the opportunity to order at the correct price.
If Ekome Care becomes VAT registered, our pricing information and these Terms will be updated accordingly.
8. Payment
Available payment methods will be displayed at checkout.
Payment processing may be provided by Shopify and/or third-party payment providers.
You must provide accurate payment and billing information and have authority to use the selected payment method.
We may undertake reasonable fraud and security checks before accepting an order.
9. Product Availability
All orders are subject to availability.
We may reasonably limit quantities where necessary because of:
- limited stock;
- promotional restrictions;
- suspected fraud;
- unusually large consumer orders; or
- circumstances suggesting that an order is intended for unauthorised resale.
Wholesale, distributor and brand-partner relationships are subject to separate arrangements and are not created merely by placing an ordinary consumer order through our website.
10. Where Products Are Fulfilled
Ekome Care may fulfil products from:
the United Kingdom, and/or
our fulfilment operations in Ghana.
An order may contain products from different fulfilment locations.
Where appropriate, products may therefore arrive in separate shipments.
Fulfilment location, delivery arrangements and applicable charges are explained further in our Shipping & Delivery Policy.
11. Delivery
Available delivery services, estimated delivery periods and applicable charges will be displayed during the purchasing process or otherwise communicated before purchase as required.
Unless a different delivery period has been agreed, UK distance-selling rules generally require goods to be delivered without undue delay and within 30 days after the contract is entered into.
Delivery estimates may be affected by circumstances outside our reasonable control.
A delay does not remove any cancellation, refund or other remedy available to you under applicable consumer law.
12. Split Shipments
Where products within an order are held at different fulfilment locations, we may:
- consolidate the products before delivery; or
- dispatch them separately.
Separate parcels may arrive at different times.
We will not impose an additional delivery charge after purchase merely because Ekome Care decides to split an order unless you have agreed to that additional charge.
13. Customs and International Orders
Products dispatched internationally may be subject to customs procedures, import VAT, customs duty or carrier charges.
Where such charges are relevant to an order, the applicable arrangement should be communicated before purchase where required by law.
[FINAL GHANA → UK IMPORT ARRANGEMENT TO BE CONFIRMED BEFORE DIRECT GHANA-TO-CONSUMER SHIPPING IS ACTIVATED.]
Available international destinations may change according to carrier availability, product restrictions and legal requirements.
14. Risk During Delivery
For normal consumer deliveries arranged by Ekome Care, we remain responsible for the goods until they come into the physical possession of you or another person you have identified to receive them, subject to applicable law.
Different rules may apply where you independently commission a carrier that was not offered by Ekome Care.
If an order appears lost or arrives damaged, contact:
Our Shipping & Delivery Policy contains further information.
15. Your Right to Cancel an Online Order
UK consumers normally have a statutory right to cancel eligible online purchases without giving a reason.
For goods, the statutory cancellation period generally ends 14 days after the day on which you, or someone nominated by you other than the carrier, receives the goods, subject to statutory exceptions. Current government guidance confirms this 14-day distance-selling cancellation right.
You can notify us of cancellation at:
After notifying us of a qualifying cancellation, you normally have a further 14 days to return the goods.
Certain statutory exceptions apply.
Our Returns & Refund Policy explains the procedure in more detail.
16. Ekome Care's 30-Day Returns Policy
In addition to statutory rights, Ekome Care provides a voluntary 30-day return period for eligible products.
You have 30 days after receiving an eligible product to request a return under this additional policy.
Conditions apply, including requirements concerning the condition of returned products and particular restrictions applicable to health, hygiene and personal-care goods.
Our voluntary policy does not replace or reduce statutory rights.
See our Returns & Refund Policy for full details.
17. Hair, Skin, Beauty and Hygiene Products
Certain sealed products may not be suitable for change-of-mind returns for genuine health-protection or hygiene reasons once they have been unsealed after delivery, where the applicable statutory exception applies.
This may include certain hair-care, skin-care, cosmetics and personal-care products.
We do not treat every beauty product as automatically non-returnable merely because it is a beauty or personal-care product.
These restrictions do not remove statutory rights where goods are faulty, damaged, unsafe, incorrect, misdescribed or otherwise fail to conform to the contract.
18. Faulty, Damaged or Misdescribed Goods
Nothing in these Terms reduces your statutory rights concerning faulty goods.
UK consumer law provides rights where products are not of satisfactory quality, fit for purpose or as described.
Depending upon the circumstances, statutory remedies can include rejection and refund, repair, replacement or price reduction.
If you believe a product is faulty, damaged, incorrect or misdescribed, contact:
Our Returns & Refund Policy provides further information.
19. Refunds
Approved refunds will normally be made to the original payment method.
For statutory cancellations and other statutory remedies, refunds will be made within the applicable legal timeframe.
Where required for a qualifying cancellation, the refundable amount will include the appropriate standard outbound delivery charge.
Additional amounts paid for a premium delivery service above our least expensive standard delivery option may not be refundable where the law allows.
20. Promotions and Discount Codes
Promotions, discount codes and special offers may be subject to additional conditions, including:
- validity periods;
- qualifying products;
- minimum spend;
- customer eligibility;
- usage limits; and
- restrictions on combining promotions.
Important restrictions will be communicated with the relevant offer.
Sale and promotional products retain applicable statutory consumer rights.
21. Gift Cards
[REMOVE THIS SECTION IF EKOME DOES NOT OFFER GIFT CARDS.]
Where gift cards are offered, additional conditions may apply.
Gift cards are generally excluded from Ekome's voluntary change-of-mind return policy except where otherwise stated or required by law.
Nothing in this section removes rights that cannot legally be excluded.
22. Customer Accounts
Where customer accounts are available, you are responsible for providing accurate information and taking reasonable steps to protect your account credentials.
Please contact us if you believe your account has been accessed without permission.
We may temporarily restrict an account where reasonably necessary to investigate suspected fraud, security incidents or serious misuse.
23. Reviews, Comments and User Content
Where our website allows reviews, comments or other submissions, you must not knowingly submit material that is:
- unlawful;
- fraudulent or deliberately misleading;
- defamatory;
- threatening or abusive;
- discriminatory;
- obscene;
- malicious;
- an infringement of intellectual-property rights; or
- an unlawful violation of another person's privacy.
We may moderate or remove content where reasonably necessary to comply with law, protect customers or enforce these Terms.
Where you submit content for publication, you give Ekome Care a non-exclusive licence to use and display that content in connection with operating and promoting our business, subject to applicable law.
You retain ownership of intellectual-property rights you hold in your content.
24. Intellectual Property
Unless otherwise stated, original content appearing on ekomecare.com—including Ekome branding, text, graphics, photographs, artwork, designs and website materials—is owned by or licensed to Ekome Care Ltd.
You may use the website for ordinary personal shopping and informational purposes.
You must not reproduce, commercially exploit, systematically copy or distribute protected Ekome content without permission except where applicable law allows.
Third-party brand names, product images and trademarks remain the property of their respective owners where applicable.
25. Third-Party Services and Links
Our website may use or link to third-party services, including payment providers, delivery providers, social-media services, affiliate systems and other technology providers.
Third-party websites and services may operate under their own terms and privacy policies.
We are not responsible for independent third-party websites that we do not control.
However, using third-party contractors does not remove responsibilities that applicable law places upon Ekome Care in relation to our contract with you.
26. Privacy, Cookies and Advertising Technologies
We process personal information in accordance with our Privacy Policy.
Our website uses Shopify and may use technologies and integrations including Meta/Facebook and Instagram, Google & YouTube and UpPromote Affiliate, as described in our Privacy Policy.
Where applicable, customers can manage cookie and privacy choices using the privacy controls available through our website.
27. Fraud, Security and Misuse
We may refuse an order, restrict an account or take other proportionate protective measures where we reasonably believe there is:
- fraud or attempted fraud;
- unauthorised payment activity;
- unlawful activity;
- abuse of promotions;
- a significant security threat; or
- serious misuse of our website.
We will not use this provision to remove statutory consumer rights or arbitrarily cancel accepted consumer contracts.
28. Our Responsibility to You
We do not exclude or limit responsibility where doing so would be unlawful.
Nothing in these Terms excludes or restricts liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation;
- faulty or misdescribed goods where liability cannot lawfully be excluded;
- breach of statutory consumer rights; or
- any other matter for which liability cannot lawfully be excluded or restricted.
CMA guidance specifically warns businesses against broad clauses attempting to exclude responsibility for matters such as personal injury, faulty/misdescribed goods, contractual failures or consumers' statutory remedies.
If we breach these Terms, we are responsible for loss or damage where applicable law makes us responsible.
If you purchase products wholly or mainly for personal use, we are not responsible for purely commercial losses that were outside the purpose of the consumer contract, subject always to rights and liabilities that cannot lawfully be excluded.
29. Events Outside Our Reasonable Control
We may experience delays or disruption caused by circumstances outside our reasonable control.
Examples can include severe weather, transport disruption, customs delays, industrial action, widespread technology failures or significant carrier disruption.
Where such circumstances affect an accepted order, we will take reasonable steps to communicate with you and minimise disruption.
This provision does not remove cancellation, refund, delivery or other statutory rights that apply to your order.
30. Changes to Our Website and These Terms
We may update the website and these Terms to reflect changes in our products, services, technology, business practices or legal requirements.
The version of these Terms applying to a purchase will normally be the version applicable when the relevant contract was formed.
We will not use a later change to these Terms to retrospectively remove rights under an existing purchase contract unless the change is permitted by law or agreed with you.
The CMA's current guidance identifies unrestricted rights for traders to change agreed contractual terms as a potential unfair-terms issue.
31. If Part of These Terms Is Invalid
If a court or other competent authority determines that part of these Terms is unlawful or unenforceable, that provision will be treated as removed or limited to the extent necessary.
The remaining provisions will continue to apply where legally possible.
32. No Waiver
If we do not immediately enforce a right available under these Terms, that does not necessarily mean that we have waived that right.
33. Governing Law and Disputes
These Terms and consumer purchase contracts are governed by the laws of England and Wales, subject to mandatory consumer protections that may apply according to where you live.
If you have a complaint, we encourage you to contact us first so that we can attempt to resolve the matter.
Nothing in these Terms prevents a consumer from bringing proceedings in a court that has jurisdiction under applicable law or exercising another legally available remedy.
Alternative Dispute Resolution: [CONFIRM WHETHER EKOME CARE SUBSCRIBES TO AN ADR PROVIDER BEFORE PUBLICATION.]
34. Contact Us
For questions about these Terms:
Ekome Care Ltd
Company number: 11822389
General enquiries: info@ekomecare.com
Orders, returns and refunds: sales@ekomecare.com
Telephone: 07862 072991
Registered office:
[INSERT NEW REGISTERED OFFICE AFTER COMPANIES HOUSE CHANGE]
Website: ekomecare.com
Our registered office should not be used for product returns unless we expressly instruct you to send a return there.